In the world of freight and logistics, bigger often gets the spotlight. Fortune 500 shippers tend to dominate conversations, and large, asset-heavy providers are the names most people recognize. For many companies, choosing a national third party logistics (3PL) or intermodal provider seems like the “safe bet” simply because of their scale.
But a former client recently told us something that stuck:
"We thought switching to a big-name logistics company would make things easier. Instead, we’re spending more time managing freight than ever before. And it turns out InTek was doing way more behind the scenes than we realized.”
This isn’t an isolated case.
In today’s logistics landscape, many shippers are lured by the scale, brand recognition, and perceived cost advantages of national freight providers. But once the contract is signed and the day-to-day work begins, the cracks often appear, revealing just how much value they lost when moving away from a smaller, service-focused partner.
What shippers really discover when they've had a taste of both the big guys and smaller logistics providers is ultimately why many mid-sized companies are making the switch back.
Why do many think bigger is better in logistics?
Let’s face it: there's comfort in size. Large 3PLs and asset-based intermodal providers boast national fleets, massive volumes, and name recognition. For many shippers, this creates the perception of:
- Greater capacity access
- Better pricing through economies of scale
- More sophisticated technology
- Lower risk of service interruptions
But as many businesses have learned the hard way, size doesn’t always translate into quality and/or value, particularly for mid-sized shippers.
The Reality Check: What Shippers Actually Experience
Internal Burden Shifts Back to the Shipper
Large providers often operate on a self-service model, offering minimal day-to-day support unless you call or write an email.
And while having tools at your fingertips to gain access to what your service provider can see is a good thing in theory, in practice it often translates to:
- Slower response times to questions or issues
- Rigid routing and pricing models
- Limited customization of service offering
- More internal labor to coordinate shipments and follow up on problems
- Increased frustration with visibility gaps and communication lapses
So instead of improving efficiency, shippers end up doing more of the logistics legwork themselves.
One shipper summarized it this way:
“They gave us a portal, a customer service rep, and then disappeared shortly after the onboarding and implementation team completed the project plan. Yes, we did bi-annual reviews with management, but it was very much focused on whether or not we were meeting volume expectations. We just didn’t realize how much our old provider was shielding us from the daily chaos.”
The Hidden Costs of “Big Name” Providers
While large providers may offer slightly lower linehaul rates, shippers often discover hidden costs in the form of:
- Additional staff time needed to manage shipments
- Service failures from a lack of attention
- Missed opportunities to improve mode selection or cost structure
- Frustration from being treated as a “small fish in a big pond”
When total cost of ownership is factored in - including internal overhead - mid-market providers often come out ahead.
Relationship Degradation
With a large provider, you may get a new account manager every quarter. I know this to be true, as we've seen this to be the case with our some of our technology partners.
The result in this constant turnover: Your unique challenges? Lost in the shuffle. Escalation paths? Unclear.
Smaller logistics partners invest in long-term relationships. You know your team by name and they know your business. That relationship often leads to:
- Faster issue resolution
- Proactive scheduling to avoid accessorials
- Flexible solutions when exceptions occur
- Transparent communication
Poor Fit for Mid-Market Shippers
Large providers often prioritize Fortune 500 customers - and who's to blame them? That's what their business model is built around, and it serves those customers well.
But, if you’re a mid-sized shipper, you may find:
- Your freight is deprioritized
- You’re routed into templated service models
- You lose influence and customization
Mid-size providers with access to resources like InTek, specialize in serving the mid-market, giving these customers white-glove service that’s often missing with national brands.
JOC Data Speaks: Non-Asset IMCs Outperform on Service
Data gathered by Ari Ashe of the Journal of Commerce (JOC) has long highlighted how non-asset intermodal marketing companies (IMCs) outperform asset-heavy competitors on service metrics. In JOC’s Intermodal Service Scorecard, non-asset IMCs consistently score higher on:
- On-time performance
- Communication and visibility
- Flexibility during disruptions
- Customer satisfaction
This comes down to a simple truth: non-asset providers are incentivized to serve, not just move freight.
They build networks using class 1 railroads, independent drayage, and tailored tech - not relying on their own assets, but on their ability to manage the ecosystem better than anyone else.
What InTek Offers That Big Names Often Don’t
At InTek Intermodal, we specialize in helping mid-sized shippers move long-haul freight more efficiently using intermodal. As a non-asset intermodal marketing company, we offer:
- Door-to-door freight coverage across North America
- Access to every class 1 railroad and the best drayage partners
- Flexible intermodal solutions tailored to your supply chain
- Advanced visibility tools and TMS integrations
- Dedicated support with quick response times
We know you have choices. That’s why our team focuses on delivering a high-touch experience that prioritizes your goals, not our assets. And with that in mind, we have a few things for you to think about.
High-Touch Service
At InTek, you don’t just get a load booked, you get a team that:
- Monitors every leg of the move
- Flags issues before they become problems
- Follows up on pickups and deliveries
- Treats your freight as if it’s their own
Tech-Focused Flexibility
InTek's platform is built to integrate, automate and adapt. Whether you need custom reporting, load tracking, or dynamic routing we make it happen. And yes, InTek brings in high-level technology, but not at the cost of taking away the personal touch.
We mix AI technology into our TMS cloud platform, but in areas that do not touch our customers or vendors directly. Instead, we use AI for internal, behind-the-scenes tasks. In other words, it frees up our experts to focus even more on delivering a consistently high level of service - and availability - to our customers.
Strategic Partnership, Not Just a Vendor
We don't believe in handling one load here, and one load there every six months. Instead, we look for partners in freight and act as an extension of our clients' logistics teams. If you're a customer, we’re on regular calls, directly involved in your planning, and ready when you need answers.
National Reach with Personalized Execution
While we don’t own the intermodal containers or trucks, we have direct partnerships with all major railroads and a network of dray partners for all markets. That gives us the same reach as the big players but with more control and customization.
Why the Slightly Higher Cost Can Be a Bargain
Let’s talk numbers.
Some shippers leave a smaller provider, like InTek, because they see a short-term cost difference per load. But what does that extra money buy?
- Reduced labor: Your internal team spends less time managing freight
- Lower accessorials: We proactively schedule appointments and avoid delays
- Avoided service failures: On-time delivery prevents chargebacks and penalties
- Peace of mind: You know who to call, and you know they’ll answer
That slight premium? It often saves thousands per month in hidden costs (and headaches).
Customer Voices & Real Feedback
One returning client told us:
“We had no idea how much you were doing until we left. Now our team is buried in freight tasks, and we’re losing time on our core business.”
Another shared:
“The big-name provider made us feel like a number. With InTek, we’re a priority.”
Don’t take our word for it. These sentiments echo what you'll see across Reddit threads, LinkedIn comments, Google Reviews, and private conversations about mid-market providers like us at InTek Logistics.
As one user put it:
“I’ll gladly pay $25 more per load to get my time back focused on moving the business forward versus looking in the rearview mirror."
The Takeaway for Shippers
Big name logistics companies have their place, but they’re simply not the best fit for every shipper, especially those in the mid-market.
So, if you’re frustrated by:
- Service delays
- Communication breakdowns
- Internal workload increases
- Lack of visibility or control
It might be time to revisit what a high-performing smaller logistics provider can do.
How to Vet a Smaller Logistics Partner
Ask questions like:
- How do you handle service exceptions?
- What kind of visibility do you provide?
- Who manages my account, and how often will we communicate?
- Can you customize reporting, routing, or rail options?
If the answers sound something like "we’ll work with you to get it right," then you’re in good hands.
Service Is the New Scale
In an era where supply chains are under constant pressure, reliable, flexible, service-first logistics partners are winning.
Smaller providers serving the middle-market, like InTek Intermodal, aren’t just filling a gap. Instead, they’re raising the standard. And in many cases, they’re doing it better than the companies with fleets of trucks and household names.
Need a freight partner that treats your business like it matters? We’d love to talk.
At InTek, we help you ship with confidence, knowing your products are protected, your budget is respected, and your supply chain is ready for whatever the road—or rail—throws your way. Ready to get started? Reach out to us by requesting a quote, and we'll discuss how we can help you achieve your refrigerated shipping goals. For more information about InTek Intermodal, or the logistics and supply chain space in general, check out our Freight Guides.
